Skip to main content
All CollectionsScanner AppTroubleshooting the App
What if my scans fail to sync?
What if my scans fail to sync?

Learn how to resubmit failed scans.

Stefanie Ediger avatar
Written by Stefanie Ediger
Updated over a month ago

If your scans fail to sync, these can be resubmitted.

Best practice to prevent failed or lost scans:

  1. Make sure you keep the scanner app up-to-date.

    1. Set your apps to automatically update.

  2. Keep your device software up to date.

  3. If you receive a failed sync, do not delete or uninstall the app. This clears your log history and those scans will be lost.

  4. If you don't have WiFI when you are done scanning, always click Stop and Finish and Sync to store those scans on that device in the log history until you can resubmit with WiFi.

How do I resubmit a failed sync?

No Internet Connection

If this device started the Live Session,

once the device has WiFi:

  • Open the Log History on the Tracks and Activity page of the scanner app.

  • Click Resubmit

*If the device Joined a Live Session, open the Log History on the Log In page of the scanner app to click resubmit.

Invalid Token

This error message occurred because you need to update the DEVICE software.

Instructions if this device STARTED the LIVE Session:

  1. Update Device Software.

  2. Log out of the scanner app.

  3. Log back in, choose your Run club, and click RUN.

  4. On the Tracks and Activity page of the scanner app, click "See Log History"

  5. Click the blue "resubmit" to sync that session.

Instructions if this device JOIN A LIVE SESSION.

  1. Update Device Software.

  2. Swipe the app closed.

  3. Then open the Scanner app.

  4. On the LOGIN page of the scanner app, click See Log History.

  5. Click the blue "resubmit" to sync that session.

Where do I find my log history to resubmit failed scans?

  1. Did you log in to your account?

    1. Yes

      1. Did you Start a Live session?

        • Yes. You will find the log history on the tracks/activity page of the scanner app.

      2. Or did you Join an Ongoing Activity?

        • Yes. You will find the log history on the run club page of the scanner app.

    2. No

      1. You will find your log history on the login page of the scanner app.

Login Page

Log History

Join An Ongoing Activity Log History

Tracks & Activities

Log History

What to know about Log Histories

When you log into your account, the log history you see is specific to the device you're using. This means that if you do something on one device, it won't show up in the log history when you use a different device.

For example, if you're Account A and you're using Device A, the things you do with that device are recorded in your log history. But if you switch to Device B, it won't show the same history because it's tied to the device.

Let's say you're a coach using your account on your iPhone. You scan a session in the morning, and it appears in your log history on your iPhone. Later, you use your iPad to scan, but the session you did in the morning on your iPhone doesn't show up on your iPad because it's linked to the specific device.

Only when you finish and sync a session on a device, it shows up in your log history for that device. So, the log history you see depends on the device you're using at the time.

Helpful Related Articles

Important things to know about the Scanner App

Can other co-workers help me scan ID cards?

How do I update the scanner app?

Did this answer your question?